Improved Customer Service and Response Time for Dental Device Manufacturer

Challenge

A major dental device manufacturer launched a new product that requires on-site installation and training at their customers’ locations. Shortly after the successful product launch, the manufacturer realized their internal resources were not suited to implement the required pre-site surveys, call-outs, onsite equipment installation, and training, as well as post-installation and training surveys. The company required an accountable, flexible, outsource partner to maintain service levels for its expanding customer base.

Solution

Working together with the dental device manufacturer, Quest International implemented its onsite, turn-key Clinical Application Training program that would manage the clinical installation and training on behalf of the device manufacturer. Part of the program includes utilizing Clinical Application Specialists (CAS) to install the equipment and deliver training to customers on-site, resulting in a more timely and cohesive experience getting practices acclimated with the new technology. The complete solution included:

• Receipt of customer information and pre-site survey ready for completion
• Customer Call-Outs for scheduling installation, training, and documentation of site survey information
• Customer notifications and coordination for upcoming installation and training
• On-site installation and training performed by Quest’s CAS
• Customer post-installation and training surveys to validate the training effectiveness

Results

Quest was able to provide a service solution allowing the customer to address demand at its customer sites across the country. Following the initial implementation, Quest completed a detailed analysis of the process and determined multiple areas for improvements to streamline the original process inherited. After the successful implementation of Quest’s clinical training program, the process of completing a pre-site survey went from an average of 21 days per customer to under 10 minutes. The manufacturer now receives input from both its end users as well as Quest’s clinical trainers providing better visibility into the installation and training experience. With the implementation of this solution, the manufacturer was able to improve the process and delivery of successfully managed installations and training—thereby improving their customers’ satisfaction.